Case Manager

Overview

Do you have excellent customer service skills? Do you want to join a luxury automotive brand?

Join our team as a Case Manager and immerse yourself in a role where every interaction is an opportunity to exceed expectations and turn challenges into triumphs

What We Offer

- Vibrant Culture: Experience our values in action every day, fostering a supportive environment where your voice matters and your contributions are celebrated.
- Team Spirit: Join a close-knit team that values collaboration, growth, and open communication, empowering you to thrive in a dynamic environment.
- Diversity & Fun: Embrace diversity and inclusivity in a workplace that values individuality and encourages fun, fostering a sense of belonging for all.

Your Role

As a Case Manager, you will provide full Omni-Channel concern resolution support to customers of a luxury automotive brand. From initial inquiry or concern through to close; the representative will liaise and coordinate with the dealer/retailer, field staff, management and other relevant departments to satisfactorily resolve customer concerns.

The overall objective is to achieve customer satisfaction whilst reflecting and protecting the best interest of our client to ensure that all customer contact is meaningful and ultimately promotes brand advocacy and loyalty.

Responsibilities

- Handle inbound and outbound contacts through multiple channels (voice, email, and social media) from customers regarding their vehicles or experience with the luxury automotive brand.
- End-to-end case management by researching, following up, involving various departments, while ensuring the customer is kept updated and addressing any customer needs or concerns until resolution in a professional and efficient manner, in accordance with department standards.
- Takes full ownership of own case file and acts as backup to designated buddy for continuity of service and action.
- Provide regular feedback and observations to line manager in pursuit of ongoing improvements to process or early warning for trends or increases in volume on specific subjects.

What You Bring

- Proven experience in case management and customer support - handling objections. Experience dealing with high-end customers for a luxury brand is a plus
- Strong communication skills across multiple channels (voice, email, social media).
- Ability to provide end-to-end support for customers.
- Passion for the automotive industry.
- Problem-solving mindset and ability to research and present best resolution to meet company and client expectations.
- Excellent organizational skills and attention to detail.

Availability

Full working rights and the ability to perform inherent role requirements.

What You'll Get

- Competitive Salary
- Monday to Friday role - No weekend work
- Hybrid/Flexible Working Arrangements
- Walking distance to Mascot train station
- Free on-site gym
- Free on-site parking
- Tuition Reimbursement

Join us and embark on a fulfilling journey where every challenge is an opportunity to shine. Apply now and become part of our vibrant team.

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

- Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
- Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
- Leave it better – We take ownership and leave every process, person, and place better than we found it.
- Win together – We succeed as one—celebrating, supporting, and showing up for each other.
- Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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